Lead Client Support Engineer at Epsilon | AdTechTalent
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Epsilon
Lead Client Support Engineer
production supportSQLUnixLinuxWindowsPERL scriptingPythonJupyter NotebookControl-MVSTSGithubITILETLDataStageSnaplogicAWSAzureNewRelicSumoLogicMarketing CampaignsSFMCHarmonyPower AutomateIncident ManagementRoot Cause AnalysisTroubleshootingClient SupportOperations
Key details
Salary
Not specified
Employment type
Full-time
Seniority
Lead
Years experience
5-10
Location
Bengaluru, India
Full job description
Lead Client Support Engineering role responsible for implementing and monitoring production processes, managing production incidents, troubleshooting, and escalation. Requires clear communication of technical issues, validating data extracts and reports, and assisting troubleshooting across multiple environments. Acts as liaison between client and Operations Support. Responsibilities include monitoring program execution, managing alerts, incident ticketing, maintaining schedules, troubleshooting failures, documenting operations, SLA alignment, shift flexibility, restores and backups, trend and root cause analysis, compliance, production readiness reviews, client query research, technical solution implementation, test planning, process improvements, automation, operational metrics, service quality improvement, performance evaluation, transition management, resource management, and team mentoring. Requires Bachelor’s degree in Science/Engineering, 7-10 years production support experience, strong communication, SQL and database management skills, UNIX/Linux/Windows familiarity, scripting experience (PERL, Python), code repository exposure, scheduling tools knowledge, documentation skills, operational best practices (ITIL), and knowledge of hosting technologies, ETL tools, cloud platforms, marketing campaigns, and loyalty platforms.
What you'll do
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Manage production incidents including troubleshooting and escalation
Communicate technical issues clearly in writing and verbally
Read technical specifications and validate data extracts and reporting
Assist in troubleshooting issues across multiple environments
Act as liaison between client and Epsilon Operations Support team
Monitor and verify program execution and processing variances
Manage production alerts and take necessary actions
Create incident tickets and follow-up until closure
Maintain and adhere to production schedules including ad-hoc requests
Stop and start system processes
Troubleshoot failures and determine best course of action
Communicate internally and externally at all levels
Document all operational activities
Ensure SLA alignment
Work flexible shifts (APAC, EMEA, NA)
Assist with restores and backup requests
Perform production trend analysis and root cause analysis
Handle operational activities across multiple accounts and domains
Ensure compliance and production standards by attending final code review meetings
Review and research client queries regarding production audits and reporting
Work with operations development team to implement technical solutions
Develop and implement test plans
Identify and implement process improvements
Review and update operational documents frequently
Automate and enhance operational performance
Provide operational metrics timely
Improve quality of services across accounts
Participate in performance evaluation and people management
Manage transition activities from vendor/onshore team
Resource management and team mentoring
Requirements
Bachelor Degree in Science /engineering
7-10 years of Production Support work experience
Good communication, interpersonal, and analytical skills
Ability to clearly communicate technical problems verbally and in written form
Good Understanding of SQL & hands on experience on Database Management tools like Sql Developer, TOAD
Familiarity/Experience with UNIX, LINUX, Windows environments
Strong troubleshooting techniques and approaches with web and database applications
Hands on experience in Unix/PERL scripting
Familiarity with Python & exposure to Jupyter Notebook or any other similar IDEs
Exposure to Code Repository like VSTS, Github
Hands on experience with scheduling and job monitoring tools like Control-M
Professional proficiency in English
Ability to quickly adapt to a fast-paced environment and self-motivated to learn all necessary tools and skills to complete tasks
Exposure to Documentation tools like Confluence, WIKI or Sharepoint
Desire to gain knowledge related to the clients' industry and current business
Attention to detail, strong listening skills, and good verbal and written communications
Experience with efficiently communicating with highly demanding clients
Good understanding of Operational best practices (ITIL framework)
Good time management
Eagerness to learn new technologies and domains
Detail oriented and ability to multi-task
Good teammate
Quick learner in a fast paced and challenging work environment
Good to have knowledge on Power Automate
Familiarity/Experience with Hosting technology(s) (IIS, Apache, Tomcat - various variants)
Familiarity/Experience with ETL Concepts & tools like DataStage, Snaplogic
Understanding of Relational Databases and Business Intelligence/Reporting tools
Advanced Excel skills and proficiency in other Microsoft Office products
Understanding of hardware, software and network infrastructures
Experience with Amazon Web Services, NewRelic, SumoLogic, Azure
Knowledge of Loyalty Platforms and Marketing Campaigns like SFMC, Harmony
Tech stack
MicrosoftCloud platformSQLSql DeveloperTOADUNIXLINUXWindowsUnix/PERL scriptingPythonJupyter NotebookVSTSGithubControl-MConfluenceWIKISharepointPower AutomateIISApacheTomcatDataStageSnaplogicAmazon Web ServicesNewRelicSumoLogicAzureSFMCHarmonyExcelMicrosoft Office
Benefits
Opportunities for growth through learning, development and career advancementFlexible work-life balanceCollaborative and supportive work environmentFocus on employee well-beingDiversity, inclusion, and equal employment opportunities
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